Customer Success Manager, Mid-Market

LearnUpon is looking for a Mid-Market Customer Success Manager to join our team. This is a hybrid role, working 3 days per week from LearnUpon's Salt Lake City office.

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do.

Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We strive to live by our values, act like owners, lead with curiosity and deliver quality for our customers. We’re proud of our success and we’re humble and hungry to achieve more.

Our Success team is vital to our Company and is responsible for proactively ensuring our customers continued usage, growth, and satisfaction. As a Mid-Market Customer Success Manager (Partnership customers), you will be the face of LearnUpon for a portfolio of strategic, high-value customers and the voice of those customers within the business.

What will I be doing?

• Learn the full range of LearnUpon technology to be able to identify how this fits our customer’s needs
• Manage a book of high-value customers within the Mid-Market Success team
• Partner closely with customers to understand their needs and act as their trusted advisor, helping to shape and deliver a robust ongoing plan to achieve their goals using LearnUpon
• Partner with Onboarding Specialists to ensure a seamless transition post-launch
• Ensure customers identify goals and metrics for their learning programs and guide and advise them to meet those goals
• Identify opportunities for customers to expand the value they get from LearnUpon e.g. other departments or use cases to train both employees and customers. 
• Be the voice of the customer for our product development team to help make LearnUpon even better
• Work on team projects that deliver consistent improvement to our practice and directly impact the company’s bottom line

What skills do I need?                                                                                  

• Drive and energy; you enjoy the challenge of working in a fast-paced, high-growth environment
• Self-motivation with a high attention to detail and ability to multitask
• Great account management and problem solving skills
• Collaborative working practice and a strong focus on open communication,  ensuring that customers needs and opportunities are clear across the business
• A strong track-record of success in past roles working with enterprise customers and developing trusted, consultative relationships
• Good judgment in analysing information to make confident decisions
• 3-5 years consulting, account management or customer success experience, preferably in software
• Excellent communication and presentation skills, the ability to leverage different communication channels including in person, email, and webinar
• Excellent organizational skills and the ability to focus on current customer needs while anticipating future opportunities
• Friendly and supportive to both our customers and colleagues whilst maintaining a fun working atmosphere!

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Not required but considered a big plus

• A strong knowledge of online software (SaaS) products and services
• Experience in eLearning, Ed Tech, or Learning Management
• Experience working with APIs and Single Sign-on products

Why work with us?

• Competitive salary and company ESOP
• 25 days’ PTO, plus 10 public holidays, 1 annual wellness day and 1 floating day
• Private health insurance and company 401k
• Parental benefits, including up to 26 weeks’ paid maternity leave, 4 weeks’ paid paternity leave, and coaching support for new parents
• Up to 4 weeks’ per year working abroad (role eligibility applies)
• Clear career progression opportunities — take LearnUpon where you think it can go
• A collaborative and supportive environment with regular team events

What is the Hiring Process?

Applicants for the position can expect the following hiring process:

• Qualified applicants will be invited to schedule a 30-minute call
• Successful candidates will then be invited to a series of practical interviews
• Finally, candidates will have a short interview with our COO
• Successful candidates will be contacted with an offer to join our team

We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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